BPO Senior Manager/ Executive

Job Description

• Manage end to end operations of the BPO unit for international clients that serve internal employees across U.S., Europe, and Asian countries, including Viet Nam
• As leader global BPO unit, qualified candidate will be expected to perform these key responsibilities:
• Setup and be in-charge of daily operation of each function business process in:Accounting and Finance, Human Resource, Procurement, Logistic and Customer Service, Supply Chain Planning and Management.
• Deliver efficiency by meeting whole unit and each function department KPIs
• Commit to Total Quality Management principles in all managed processes.
• Provide expertise in transition management, consult best practices and processes, and actively manage daily progress of new process migration.
• Manage critical path of any new transition effectively and take decisions to manage the timelines of transition. Should be able to convert proof of concepts into delivery
• Manage and conduct where necessary the recruitment, training, standardization and performance evaluation of BPO function heads and team leaders.
• Performance management of the whole in-charge BPO unit.
• Provide monthly executive reports on the performance of the process.
• Analyze critical data for strategic solutions during rollout phases and through the lifecycle of the process.
• Understand various priorities of different stakeholders from customer side and act upon them effectively to secure company business as well as generating new opportunities.
• Proactive communicate and connect with the stakeholders on process updates, risks, challenges & highlights
• Create pro-active proposals for clients in discussion with sales teams
• Coordination with all stakeholders (sales, solutions, operations, pricing, transition, technology, facilities et al) to ensure timely and high quality proposal submission
• Manage client visits at company’s centers during lead to closure cycle

Job qualifications

Candidate must have proven experience in:

• Setup and operate BPO centers for clients in U.S. and Europe or Viet Nam
• Expert in at least 2 domains in the following business processes: HR, Accounting & Finance, Logistic Planning and Management, Supply Chain Management, Customer Service and Contact Center Management, Administrative and Procurement.
• Managed global or internal teams of more than 50 headcounts.
• Working with ERP system: JDE, SAP, and Microsoft Dynamic.
• Expert in defining service delivery framework, including but not limited to Process Progression Model (PPM), ADE Framework, capacity planning,  floor scheduling & staffing, occupancy management & seat utilization, security of delivery channel, etc.
• Candidate must have excellent communication in English. Other language competency such as German, French,  Japanese, etc. is a plus

Benefits

• “FPT care” health insurance provided by AON and is exclusive for FPT employees.
• Annual Summer Vacation: follows company’s policy and starts from May every year
• Salary review 2 times/year or on excellent performance
• International, dynamic, friendly working environment
• Annual leave, working conditions follow Vietnam labor laws.
• Other allowances: lunch allowance, working on-site allowance, etc.

Contact

Contact Person   : Ms. Hoang Le My Hanh

Email                   : [email protected]

Website             : www.career.fpt-software.com